IMELDA CABILIN
VANCOUVER,BC
Summary
A highly talented, detail-oriented Training & Performance Compliance Manager with experience providing exceptional training and support and ensuring projects are completed on time. Strive in fast paced environment following established procedures and practices to exceed all customer expectations. Experience in creating and effective, organized environment which can excel at focusing time on providing top level training and support. Valued by supervisors and co-workers, confident in handling conflict resolution. Excellent team player with the ability to deliver results in high pressure situations. Highly motivated and thrive in a challenging atmosphere. Detail-oriented Compliance Manager dedicated to improving policies and procedures, team-oriented with excellent communication skills and interpersonal skills to foster strategic partnership and promote company reputation.
Overview
21
21
years of professional experience
Work History
Training & Performance Compliance Manager
Allied Universal Security Aviation Division
03.2023 - 10.2023
- Responsible for auditing Training and Performance Specialist in Pacific Region documenting and providing feedback, mentoring, creating audit criteria to ensure quality and consistency of training.
- Implementation and monitoring of local service delivery performance standards ensuring training quality, compliance and consistency with internal audit requirements.
- Monitor and review courses delivered by internal training resources to ensure provision of quality of training and development services.
- Review and evaluates effectiveness of training related initiatives based upon business results, client feedback and quantitative measures.
- Coordinate and facilitate the communication to all staff of performance of reports for the Training & Operations Director.
- Responsible for putting forth recommendations and proposals on improving SCTR program and processes.
- Device and implement policies and strategies for development of departmental performance standards.
Training & Performance Specialist
Allied Universal Security Aviation Division
09.2019 - 03.2023
- Provide guidance, assessment to new trainees, record and report any training issues (attendance, performance and professional conduct) update in appraisal.
- Provide feedback on performance and behavior of Screening Officers; provide refresher training to Screening Officers who came from short/long leave of absence.
- Provide one on one review on all PBS functions, help to prepare for skills review; demonstrate and introduce Screening Procedure as per SOPs concept and equipment functions.
- Provide necessary coaching for Screening Officers when they have been identified by procedural related issue; targeting on specific weaknesses of Screening Officers and provide one on one training on specific restricted functions.
Passenger Service Agent
Envoy Airlines
08.2018 - 10.2019
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Announced flight status updates and information about gate changes over PA system.
- Assisting Passengers with boarding and disembarking aircraft and answer customers questions and complaints resolutions including cancelled and missed flights, determining alternative flight options and changing or rebooking reservations.
Passenger Assistant Dispatcher
Strategic Aviation
08.2017 - 11.2019
- Utilize dispatching and planning software to efficiently schedule special service operations with passenger assistance team.
- Be liaison between day of operation and airline customers.
- Escorted handicapped passengers from terminal to aircraft.
- Receive radio/phone calls and relay information between passenger assistance agents, leads and airline agents.
- Participate in training to comprehend, implement and maintain all quality objectives as stated in our Quality Management System to ensure delivery of desired levels of operational safety and security.
Screening Officer
Aeroguard / G4S / Allied Universal Security
06.2002 - 08.2019
- Developed and maintained positive rapport with passengers and other airport personnel.
- Operated x-ray machines, hand wands, and advanced imaging technology to conduct screening of passengers and baggage.
- Used explosive detection machines and chemical swab systems to identify potential hazards.
- Follow security related procedures, contingency plans and participate in emergency response situation.
- Verify passenger identity and or supporting documents including firearms clearance, report suspicious activities and complete critical/non critical incident reports.
- In keeping with Transport Canada and CATSA's regulations and directives, primary responsibilities include identification and prevention of threats to civil aviation.
Education
Diploma - Travel And Tourism
Travel Training Tourism Institute
Vancouver, BCSkills
- Training Programs
- Procedure Compliance
- Compliance Reporting
- Standard Operating Procedures
- Regulatory and Compliance Understanding
- Compliance Review
- Procedures Reviewing
- Customer Service
- Safety Guidelines
- Quality Assurance
- Compliance Issues
- Team Development
Accomplishments
- Dedicated professional with over 27 years of excellence in customer service with over 17 years experienced in aviation security field working as a Screening Officer then as a Training & Performance Specialist move to a position of a Training & Performance Compliance Manager. Experienced in Airline Industry for over 6 years worked at Vancouver International Airport.
Timeline
Training & Performance Compliance Manager
Allied Universal Security Aviation Division
03.2023 - 10.2023
Training & Performance Specialist
Allied Universal Security Aviation Division
09.2019 - 03.2023
Passenger Service Agent
Envoy Airlines
08.2018 - 10.2019
Passenger Assistant Dispatcher
Strategic Aviation
08.2017 - 11.2019
Screening Officer
Aeroguard / G4S / Allied Universal Security
06.2002 - 08.2019
Diploma - Travel And Tourism
Travel Training Tourism Institute
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